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CCAI Developer

2 weeks ago

Toronto, Ontario, Canada Ad Analytica Full time $120,000 - $140,000 per year

Position:

CCAI Developer

Location:

Remote in Canada. Must be eligible to work in Canada.

Employment type:

Permanent or Contractual

No of positions:
2

Key Responsibilities:

  • Design and maintain advanced Dialogflow ES/CX agents, including the development of multi-turn conversational flows, intents, entities, and fulfillment logic for voice and chat experiences.
  • Craft effective and natural conversational scripts, optimized for accurate Natural Language Understanding (NLU) and resilient error-handling strategies.
  • Deploy and manage Google Cloud Contact Center AI (CCAI) solutions for both chatbots and voice assistants, ensuring seamless customer engagement across channels.
  • Integrate Dialogflow ES/CX and CCAI with enterprise backend systems via APIs to enable end-to-end automation and data synchronization.
  • Conduct user research and analyze interaction data (e.g., chat transcripts, performance logs) to uncover pain points and drive iterative improvements in the conversational experience.

Qualifications:

  • 3–5 years of hands-on experience with Dialogflow CX, IBM Watson, or Amazon Lex, including deployment, optimization, and maintenance of production-grade virtual agents.
  • Strong understanding of Natural Language Understanding (NLU), Natural Language Generation (NLG), and Large Language Models (LLMs).
  • Proficiency in programming languages — particularly Python — for Dialogflow CX fulfillments and integrations.
  • Background in conversational design, UX writing, or content strategy with a focus on human–AI interaction.
  • Familiarity with conversation analytics (e.g., confusion matrix, containment rate, deflection rate) and the ability to apply insights to improve performance.
  • Proficient in visualizing conversational flows using tools such as Figma or Miro.
  • Experience with performance tuning to enhance agent effectiveness.
  • Exceptional written and verbal communication skills, with the ability to craft natural, empathetic, and brand-aligned dialogue.

Preferred Attributes:

  • Bilingual (English/French).
  • Demonstrated portfolio of Conversational AI projects.
  • Ability to manage multiple projects concurrently with strong attention to detail and commitment to excellence.
  • Analytical mindset with strong problem-solving abilities to identify and resolve conversation-related issues.
  • Team-oriented with excellent collaboration skills across both technical and non-technical teams.
  • Strong mentorship skills and a willingness to support and elevate other team members.

Education:

  • Bachelor's degree in Computer Science, Artificial Intelligence, Machine Learning, Linguistics, Cognitive Science, or a related field.